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IBM Information Management Front End Tools and Processes Sample Questions:

1. What is the purpose of the Service Given Days measurement?

A) It is the number of days from Call Entry (CE) to the first final service given code on PMRs.
B) It is the amount of time from CE to the service given code put at the first contact with customer.
C) It is the number of days from CE to the last final service given code on PMRs.
D) It is the number of days from CE to the non-definitive last service given code on PMRs.

2. What should be done to ensure good communication inside the Front End teams and for Front End to Back End communications?

A) Make sure that Bluepages is always up to date with current contact information.
B) Make sure, all people have your mobile phone number, to contact you any time.
C) Before transferring a PMR to the Back Endalways check with your development contact, whether it is ok.
D) As soon as you are in the office, make sure that you tell everyone you are available now.

3. Which actions can customers perform using the Electronic Service Request tool?

A) open, requeue and close their PMRs
B) open and close their PMRs
C) open and escalate their PMRs
D) open, update or search for their PMRs

4. Which User ID is required to access CCWIN?

A) RETAIN User ID
B) Windows Log-in ID
C) IBM Intranet User ID
D) Lotus Notes User ID

Solutions:

Question # 1 Answer: B

Question # 2 Answer: A

Question # 3 Answer: B

Question # 4 Answer: A